I recently had a conversation with one of my colleagues in the industry. We talked about why one company struggles with turnover and low morale while another company flourishes? We came to the conclusion that the answer is often leadership! As we continued to talk, this story unfolded.
He told me a story of how a CEO was recently talking to a group of his customer service folks about how important they were to the success of the company. After the meeting, one of the frontline people approached him afterwards and was “beaming.” She told him that he made her want to run from the meeting and solve all customer problems. I asked him what the CEO said that would have that kind of impact on an employee. He said it was pretty basic – in fact, the CEO said he was sure he had said much of it before in other management meetings – but that somehow the message was not getting through to the frontline.
He said that in the meeting he discussed how important every customer interaction was to the success of the company. He thanked them for their attitude of service and challenged them to do even better.
The employee said that she had “no idea how passionate he was about customers” and that she just felt so special now.
Wow – let’s think about that for a moment. The CEO did not give the agent a raise, he did not change any policies, he did not adjust her work schedule – he just spent some time talking about his vision and his thoughts about how important customer service is to the company.
Ask yourself this, how long has it been since you told your people how important they are? How long has it been since you found a way to show your passion for the customer first-hand? It does not matter if you are CEO or a frontline supervisor – your vision – your passion for excellence is a motivator like no other. It is important that your people feel the passion – that they WANT to follow you… that they trust their leader…
Schedule some time to share your vision with your people and don’t be afraid to show your passion for excellence!